Filter
Top Products
Setting Up a Call Center
J-14 Issue 4 September 1995
It is strongly recommended that an agent with Direct Agent status be
assigned a ‘‘Direct Agent skill’’ as the primary skill (see the following
table). This way, Direct Agent calls will not be sharing queue slots with
other skill calls.
8. Determine which agents you want to answer calls in each skill hunt group.
On the switch, assign each agent up to four skills, and assign each skill a
primary or secondary status.
The agent always answers primary calls before secondary. If you want to
give preference to some call types, assign them primary status. Primary
can be thought of as expertise level, too, so route to these agents first
when multiple agents are available. See "EAS Worksheet #5: Agent Skills
Worksheet Generic 3".
The following table illustrates skill status assignments:
NOTE:
This table indicates a small sample of agents in the call center.
Agent skill assignments can be modified from within CMS: ACD
Administration: Change Agent Skills. The agent must log out (if he or she
is already logged in) and then log back in for the changes to take effect.
9. On the switch or in CMS: ACD Administration: Vector Contents, write your
vectors. See "EAS Worksheet #7: Vector Design Worksheet".
Your vectors should match your call center objectives. To meet these
objectives, you must make a number of relevant decisions (for example,
you must decide how soon you want to enlarge an agent pool or what kind
of treatment the caller should receive). If your VDN and vector reports do
not satisfy your call center objectives, you must consider your alternatives
Agent Name Skill Skill Assigned
Randy Tyler 12 — Sales CA Primary
10 — Sales Coast Secondary
22 — Sales TX Secondary
Cathy Smith 21 — Sales CO Primary
23 — Sales NM Primary
1 — Sales West Secondary
Carla Silva 30 — Service Primary
4 — Claims Secondary
40 — Spanish Secondary
Trish Carara 53 — Spanish
Claims
Primary
4 — Claims Primary
8 — Service/Claims Secondary